REFUND POLICY

The short version

30 days to return an unworn mask for a refund. Damaged or defective on arrival, we replace it free. Email maskvault@outlook.com to start either one.

Returns

You have 30 days from the delivery date to request a return.

To be eligible, the mask must be:

• Unworn and undamaged
• In its original packaging with any tags or inserts included
• In resellable condition

Masks that have been worn, modified, painted, cut, or damaged by the customer are not eligible for return.

How to start a return

Email maskvault@outlook.com with your order number and the reason for the return. We'll reply with a return authorization and the return address.

Do not ship anything back before you get that authorization. Returns that arrive without one can't be matched to your order and can't be refunded.

Return shipping

Return shipping is paid by the customer unless the item arrived damaged, defective, or we sent the wrong thing — in those cases we cover it.

We recommend a tracked service. We're not responsible for returns lost on the way back to us.

Refunds

Once your return arrives and passes inspection, we'll email you and issue the refund to your original payment method within 5–10 business days. Depending on your bank or card issuer, it can take another few days to appear on your statement.

Original shipping charges are non-refundable.

Damaged or defective on arrival

Email us within 7 days of delivery with your order number and photos of the damage, including the packaging it arrived in. We'll send a free replacement or issue a full refund — your choice. No return required in most cases.

30-Day Warranty (optional add-on)

If you added the 30-Day Warranty at checkout, you're covered for any damage to your mask for 30 days from delivery — including damage you caused. Cracked it at a party, snapped a strap, stepped on it: email us with a photo and we'll send a free replacement.

This is separate from and in addition to your normal rights above. You don't need the warranty to return an unworn mask or to be covered for something that arrived broken — those are free for every order.

The warranty covers one replacement per mask purchased. It doesn't cover lost or stolen masks, or masks that have been intentionally destroyed or modified.

Exchanges

Want the other style instead? Return the unworn mask under the normal return process and place a new order. That's the fastest way to get the one you want.

Order cancellations

Email us within 12 hours of ordering and we'll cancel it for a full refund. After that, the order is likely already in processing and we can't stop it — you'd need to return it once it arrives.

Non-returnable

• Masks that have been worn, modified, or damaged by the customer
• Any item returned more than 30 days after delivery
• Shipping Protection and 30-Day Warranty add-ons, once the order has shipped

Sale items

Sale and bundle items follow the same 30-day return policy. Returning part of a bundle voids the bundle discount — you'll be refunded the bundle price minus the standard single-unit price of whatever you keep.